The Blog

AI expertise that drives real customer service impact

AI strategy & transformation 16 min read

The ultimate guide to AI in the travel industry: Building resilient customer service at scale

AI that just answers isn’t enough. Discover how travel brands use agentic AI to stabilize disruption, protect revenue, and deliver fast, reliable service at scale.

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Customer service automation 11 min read

AI agent in the field: 5 AI customer service use cases for airlines and travel brands

Explore five AI workflows helping travel brands protect revenue and stabilize service during disruption.

Product updates & Ada news 12 min read

Why enterprise AI customer service fails without structured testing

Find out why traditional QA breaks under AI, and what structured testing changes when automation becomes mission-critical.

Voice & omnichannel AI 12 min read

The omnichannel super agent: What it really takes to deliver one seamless experience on every channel

Discover strategic and operational lessons from Endy and eSky.com on what it takes to build a truly omnichannel AI customer service strategy.

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Assessment: Is your enterprise ready for AI customer service?

Before choosing the right AI customer service solution for enterprise scale, use this assessment to make sure your organization is set up for long-term success.

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Product updates & Ada news Voice & omnichannel AI 11 min read

One brain for every channel: The future of agentic customer service starts here

AI voice agents are exposing the limits of channel-first AI. See how Ada’s unified Reasoning Engine™ brings intelligence together across every channel.

Customer service automation 25 min read

The ultimate guide to AI for ecommerce customer service

The next generation of ecommerce service isn’t just faster. It’s more intentional. More contextual. More orchestrated. More agentic.

Voice & omnichannel AI 15 min read

AI in customer communications for insurers: The fast lane to better CX and lower costs

What does conversational AI in insurance look like in practice? And where should insurers start? We break it down.

AI strategy & transformation 12 min read

Metrics that matter for AI voice agents in customer service

What should you really be measuring in voice? Here’s how to track the value your AI agent is actually delivering.

AI strategy & transformation Product updates & Ada news 10 min read

How Ada’s MCP Server brings conversational analytics to AI customer service

Find out what conversational analytics is, why it matters now, and how Ada’s new MCP Server is making it a reality for CX teams everywhere.

Product updates & Ada news 7 min read

How Medallia and Ada are closing the customer feedback loop for good

Feedback is only useful if you act fast. Ada and Medallia turn lagging insights into instant action and CX that keeps getting smarter.

Customer service automation 7 min read

Why returns are the most fragile moment in ecommerce customer service

Returns are no longer an afterthought. Discover why they’ve become one of the most fragile moments in ecommerce customer experience.

AI strategy & transformation 10 min read

AI agent in the field: 5 AI customer service use cases ecommerce brands are automating today

See how ecommerce teams use AI agents to automate high-volume customer service workflows, reduce support load, and deliver faster, more consistent CX.

AI strategy & transformation 9 min read

The readiness gap holding back enterprise AI customer service

The gap between ambition and organizational readiness is where most AI customer service initiatives lose traction. It’s also where the real opportunity lies.

March 4 | On the line: How enterprises make voice AI agents work at scale

Assessment: Is your enterprise ready for AI customer service?